Red watch run around

my kids and i visited this place between the 5 - 8 Sep 2021 and on of my daughters misplaced her Galaxy fit 2 watches in the our room. I contacted the hotel and was informed that it was found and kept in a safe place. On the 4th Feb when my partner went back to collect the watch the front desk guy called Eddie said he knew nothing and that we should contact Grace their front desk manager. They have not come back to me and they have not been replying to my emails.